The Furniture Mart — Attraction in Minnetonka

I am having problems with a purchase recently, I wanted to let my salesman know, but he will not return my emails. I wanted to talk to the store manager, I was told when I called that the only way to contact them was through Google reviews. Why would you want to have me go to social media for everyone to read with a complaint when it could have been handled with a conversation with the manager! Per Becker’s directions here it is. As you know not all recliners feel the same and I was looking for a very plush and comfortable chair. That day I tried a number of chairs at your store, but because I was given this gift and money was not an issue, I decided to look at the other furniture stores in the area. After looking at many different chairs in Shakopee, Burnsville, Edina, Bloomington and Plymouth, I decided that I liked the ones I had seen at your location the best. I made my decision between the chairs on your show floor and narrowed down to two, between the two on the floor, I picked the most expensive. I really wanted the plushest luxurious chair I could find and I felt like I just melted into the chair. It was perfect! The chair on the floor was leather and I did not need leather, so I had my wife pick a fabric that would go with the other furniture in our living room. My chair arrived and I picked it up in a large box and brought it home. One look at the chair and I knew something was wrong. While the chair was the same model that I had picked out, the plush soft chair I picked out was upholstered so tight you could bounce a quarter off the seat like an Army Bed! I felt the arms and could feel the framework just below the surface. This was NOT the feeling I was expecting. I went back to the store to see what could be done and another employee helped me, when I described the problem he put it very well by saying that I felt like was sitting ON the chair not IN the chair. I was told that the chair on the floor was “broken in” because it had been on the floor for a year and a half! There was never any warning that my “new” chair would be nothing like the floor model whether leather or fabric. I was told to contact your furniture protection connection to inspect the chair. A technician came out and advised that there is no “defect” in the chair. While I agree that there is no defect and the chair works fine, this I not the chair I was sold on the show floor. They have returned the issue to your store. At this time I am very frustrated and disappointed with Becker Furniture. This has made me very unlikely to return or recommend your stores to my friends or purchase items in the future. I feel like I was deceived as to the chair I would be getting. If the change to fabric from leather was an issue, I was never informed. I would have gladly taken the leather if changing to fabric was going to make such a drastic difference in the comfort of the chair. Remember price was not the problem. With the many online options, I chose to purchase from your store because I could touch, feel and test the comfort of the chair. If I had ordered online, I would not have had a chance to test the comfort of the chair and might have expected the outcome that I have experienced. I look forward to hearing from you as to a resolution to...

We had been looking for a rocker for our living room for quite some time. We went to the Minnetonka and Becker locations and didn’t find what we wanted. We decided to look at the Burnsville location! Totally impressed. Loved the showroom. It was nicely laid out. The other two locations need some work. From the moment we walked into the store, we felt it was different than the other locations we had visited. We were greeted promptly by Ken A. He was polite, considerate, knowledgeable and most importantly not pushy! We found a chair that we decided to purchase and we went to process our payment. Jazmine was there to assist us! She was personable, efficient and helpful! You could tell that she and Ken and were a great team together and worked well together. They both had the goal to please the customer! They were genuine in showing us this attribute! It was definitely ingrained in their method of delivering EXCELLENT customer service! We were happy with our shopping experience and hopefully it will continue with the delivery process and using the rocker. Give those 2 sales associates the recognition and monetary rewards they deserve! They BOTH are gems!

However, on another note, while I was trying to work with the other locations, I tried to place phone calls several times! In BOTH locations , the phones rang continuously and I wasn’t even able to leave a voicemail because YOUR MAILBOXES WERE FULL. Not a good first impression of a company who wants to earn a customer’s business! If I hadn’t had a credit with Becker, I definitely would have moved on and given another store (who deserved our business) the sale. I realize there have been cutbacks on your sales associates and staff, but it makes logical sense to get your bases covered for the initial impression of the company. When the phone rings continuously and you can’t even leave a message, that tells the caller that you don’t care if we give your store a chance. This BASIC 101 CUSTOMER SERVICE RULES and have been since the beginning of time!

Another thing, I feel your prices are a lot higher than other furniture vendors. Often times, the quality is the same.

Thanks for letting me give you my honest and...

The service in the store was average although we waited a good 5 minutes while two employees gossiped as we stood in line with another employee who just kept clearing his throat to try and get their attention. It was pretty ridiculous. We purchased and 8x11 (or maybe 10) area rug and waited for 3 weeks for it to come in. Strangely we received a post card asking us to call them and give them our phone number. I should have smelled trouble immediately, but just thought as a new store maybe they had some systems trouble and all would be well. Boy was I wrong.

We just received the rug and the $100 delivery charge was not as advertised. We were told we'd get a call so we could set up a delivery window, the delivery person would get us all set up, and go from there. They showed up unannounced around 11 AM dropped it off and left. Because we had no time to prepare the room before hand my wife and I took everything out of the bedroom and unfurled it ourselves. For 21 bucks I can rent a pick up truck from Menard's and take care of it on my own. This was not the service I was promised and instead of refunding my money I'm currently getting the run around to "figure out why I didn't get a call." Doesn't do me any good. Just bought a new home and have very little furniture. If this is the service they offer you can guarantee I will not spend another dime here.

If you want a mediocre store experience and plan to bring the item home yourself then check it out. If you want to be treated like a valued customer you're...